New in Helpmonks: Get notified when no one replies to an email

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The Helpmonks Team has been very hard at work and we are super excited to share with you our newest feature — The ability to be notified when when an email remains unanswered for a period of time.

Nowadays, no one can afford to miss out on responding to an email or leaving an important conversation unanswered. Together with our SLA feature, being able to respond to all email in a timely manner has never been easier.

This feature is being released as a new type of workflow. That means, you can combine “conditions” and “actions” to give precise control as to how the email should be handled when it’s not yet been replied to.

To set up your first time based workflow, navigate to your mailbox settings, choose the workflow tab and begin a new workflow. For the “segment” of the workflow choose “Execute based on the length of time a customer is awaiting a reply”. Then simply select the time, let’s say 1 hour.

Optionally, set conditions which must be met for your chosen actions to execute.

Now, choose the actions to occur when no response has been sent. For example, you may want to add a note and assign the conversation too. In addition, you’ll likely want to notify the users, regardless of their notification settings.

Now, upon save, two things will happen. First, the workflow will wait to run in the background, watching for any conversations according to your conditions. Secondly, the workflow will look back and be applied to all conversations which match its conditions in the last 24 hours.

We think this is a mighty great feature and we are sure you will make great use of it. We are very excited to share our work with you.

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